SENIOR USER EXPERIENCE DESIGNER & RESEARCHER

Susan Patrick

PROFESSIONAL SUMMARY

With nearly 20 years of expertise in crafting exceptional user experiences across desktop applications, tablet, and mobile platforms, I’m an adept and natural collaborator. My strength lies in delivering designs driven by deep user insights, complemented by strong conceptual thinking and a commitment to integrating input from team members, stakeholders, and most importantly, actual end users. I excel at reducing complexity by eliminating extraneous features and consistently delivering design iterations driven by user feedback, coupled with business objectives. My overarching goal is to craft interfaces that integrate users and technology seamlessly, ensuring a consistent and exceptional user experience.

PROFESSIONAL STRENGTHS

Innovative Design: Proven track record of pioneering UX redesigns, sunsetting features, integrating AI chatbots, and leading design iterations across diverse teams and projects.
Research-Driven: Comprehensive experience in gathering qualitative and quantitative data, drawing conclusions, and presenting to stakeholders. Years of experience in usability testing, both in-person and remote, ensuring designs are rooted in user feedback and behaviors.
Technical Acumen: Proficiency in Figma, InVision, Axure, Adobe Creative Suite, Visio, Pendo, and HTML/CSS.

DEVICE PLATFORMS

Desktop: Expert in crafting intuitive interfaces for enterprise applications.
Tablet: Experienced in creating fluid, responsive designs for larger touch interfaces.
Phone: Proficient in designing for both native and cross-platform experiences on iOS and Android.

EXPERIENCE HIGHLIGHTS

Aprimo, Chicago, IL (Remote)
Senior UX Designer, Dec 2020 – Present

Embedded with 7 product teams working in a fast-paced Agile environment, collaborating daily with engineers and stakeholders.
Advanced product design through deep analytics with Pendo moving into product led growth.
Sunsetting least used features to keep designs clean and uncluttered.
Championing conversational AI projects, including numerous designs for AO-driven features throughout our product.
Keeping a close eye on feature adoption: design doesn’t stop at roll-out.
Creation of intricate user journey maps, personas, user flows, lo-fi and pixel perfect prototypes.
Managed and mentored a small team of 2 designers, fostering a collaborative environment.
Dashboard design, service design, accessibility enhancements, legacy redesigns.

eBay Enterprise (Radial), West Palm Beach, FL (Remote)
Lead User Experience Designer, May 2012 – March 2020

Co-lead daily stand-up sessions for a team of 12 developers and testers, conducting three-week sprints in an agile environment.
Archtected a transformative solution for iOS pick, pack and ship application for eBay, including
- Gathering requirements through interviewing stakeholders, managers and users
- Creating mockups, writing test plans, and facilitating usability testing at several client locations
- Delivering findings to stakeholders and getting buy-in
- Prioritizing new features and writing user stories to support the changes
- Extensive usability testing before and after rollout. Post rollout, designed changes that were implemented and resulted in an averae of 3 less help desk calls per week per store (600+ stores) approximately 7,200 fewer calls per month.
Led UX centered redesigns and re-platforming efforts for several business-critical desktop applications.
Championed data-driven design decisions, leveraging research and data insights to craft meaningful experiences that increased customer satisfaction and streamlined policy processes.
Facilitated design sessions and design sprints, effectively aligning cross-functional teams to identify key challenges, develop innovative solutions, and enhance the customer journey.
Delivered impactful direct-to-consumer designs, ensuring high usability and visual appeal for mobile and responsive web platforms in fast-paced agile environments.
Set enterprise design standards, evolving visual systems and contributing to the establishment of scalable design practices across the organization as owner of the design system, contributing to user documentation, pattern library, style guides and persona profiles.
Created prototypes, wireframes, usability scripts, journey maps, and conducted smoke testing and Visual QA to prioritize defects.
Designed features for fraud prevention, domestic shipping, carrier management, rate shopping, fulfillment network optimization, customized packaging, order tracking, returns management, real-time inventory tracking, automated replenishment, wrehouse management, omnichannel inventory itegration, and demand forecasting.

First State Bank of the Florida Keys, Key West, FL
Website Manager – Marketing Department, Aug 2010 – May 2012

Amplified online visibility through strategic SEO initiatives for keysbank.com.
Website design and development

American Modern Insurance Group, Amelia, OH
UX Designer, Researcher & Usability Analyst, Jan 2005 – May 2010

Spearheaded a comprehensive range of usability testing sessions, both in-person and remote, ensuring a thorough understanding of user behaviors and preferences.
Led cross-functional design initiatives to improve internal support experiences, collaborating with product managers, engineers, and data scientists to optimize workflows and improve agent efficiency.
Redesigned complex information hierarchies, enabling agents to digest large datasets effectively, resulting in improved customer support and reduced resolution times.
Created end-to-end design solutions for enterprise UX systems, delivering seamless, scalable experiences that aligned with business goals and user needs.
Championed data-driven design decisions, leveraging research and data insights to craft meaningful experiences that increased customer satisfaction and streamlined policy processes.
Delivered impactful direct-to-consumer designs, ensuring high usability and visual appeal for mobile and responsive web platforms in fast-paced agile environments.

EDUCATION & CERTIFICATIONS

UX Certification -Interaction Design Specialty (NN/g)
Certified Usability Analyst: (HFI)
Product Management Basics, Product Analytics Certification: (Pendo)
AA in English/Computer Science: (University of Cincinnati)

Design Portfolio | Contact